Did you know that 74% of customer support agents are susceptible to occupational burnout without adequate support or resources?
Why you may ask? Well, a usual day in the life of a service agent is quite challenging as they juggle a colossal amount of tasks — troubleshooting complex tickets, handling unhappy customers, maintaining knowledge bases, answering repetitive customer inquiries, and so much more.
A subpar tech stack only increases their burden, thus impeding the agent experience and engagement. That’s alarming because your agent experience is just as important as customer experience, and ameliorating the former proliferates the latter.
The question arises — how do you improve your agents’ experience and engagement? This blog post elucidates that. Let’s get started!
First Things First, Why is Agent Engagement Critical?
Every organization wants its agents to give their best and go the extra mile to improve their KPIs. However, they seldom think about agent effort and happiness.
Engaged service reps mean happier customers and a reduction
Leave a Reply